Warranty & Returns

Warranty Policy — ICD

Effective date: October 15, 2026

ICD warrants every product we supply against functional defects for the periods described below. This Warranty Policy works together with our Returns and RMA Policy, Refund Policy, and the Egyptian Consumer Protection Law No. 181 of 2018.

Warranty Tiers by Product Class

What’s Covered

• Functional defects that prevent the item from operating to published OEM specifications
• Component failures under normal operating conditions (within environmental specs)
• Firmware issues preventing normal boot or operation
• Manufacturing defects apparent on initial power-on (DOA — reported within 7 days)

What’s Not Covered

• Physical damage caused by customer (drops, impact, compression)
• Liquid damage, corrosion, environmental damage
• Damage from use outside environmental specifications (temperature, humidity, vibration, power quality)
• Unauthorised firmware modification or jailbreaking
• Incompatibility with systems not validated at quotation stage
• Software licence issues with third-party products not installed by ICD
• Normal wear and tear, cosmetic blemishes, labels, or markings
• Items with tampered or removed serial numbers
• Items used in applications outside the OEM’s declared use case (e.g. desktop CPUs used in 24×7 server workload)

ICD Refurbished — What Our Testing Means

Every ICD Refurbished item has undergone:

• Minimum 72-hour burn-in under simulated production load
• Functional validation against OEM specifications (CPU, memory, storage, NIC, management ports)
• Firmware update to stable production version where applicable
• Visual inspection for physical damage, fan wear, capacitor condition
• Data sanitisation — all drives wiped per NIST 800-88 via Blancco Drive Eraser

How to Make a Warranty Claim

1. Verify warranty status — email [email protected] with invoice number and serial number
2. Describe the issue — include error messages, screenshots, iDRAC/iLO logs, or test results
3. Receive RMA number within 24 business hours
4. Return the item within 20 days of RMA per our Returns Policy
5. ICD evaluates within 5 business days
6. Resolution — repair, replacement, or refund decision communicated by email
7. Replacement shipped within 2-3 business days of verified claim

Advance Replacement (TPM Customers)

Customers on ICD Care+ Third-Party Maintenance contracts receive advance replacement on verified warranty claims — replacement ships before the defective unit is returned. Replacement response levels are set per contract for each tier.

Warranty Transfer

ICD warranty is tied to the invoice and original purchaser. Transfer to a third party requires written authorisation from ICD and may be subject to a transfer fee.

Warranty Extensions

Extend warranty coverage beyond the standard period at order time or within the first 30 days after delivery:

• Extension up to 10 years: quoted per item
• On-site response upgrade: from courier return to ICD engineer dispatch — quoted per engagement

For fleet warranty and TPM contracts, see ICD Care+.

OEM Warranty (New Products)

For new OEM-sealed products, the manufacturer’s warranty applies:

• Dell — ProSupport or Basic Warranty per invoice
• HPE — Foundation Care or Care Pack per invoice
• Lenovo — Premier Support or Standard Depot
• Cisco — SMARTnet per invoice
• NetApp — SupportEdge per invoice

Registration of OEM warranty in the customer’s name is the customer’s responsibility unless agreed in the quotation.

Consumer Protection

Nothing in this Warranty Policy limits rights you have under Egyptian Consumer Protection Law No. 181 of 2018, including the statutory 14-day withdrawal right for qualifying consumer transactions.

Limitation

ICD’s warranty is limited to repair, replacement, or refund of the defective product. ICD is not liable for indirect, consequential, or incidental damages including loss of data, loss of revenue, or loss of business opportunity. Full limitation is set out in Section 12 of our Terms and Conditions.

Contact

• Warranty claims: [email protected] (subject: Warranty claim)
• WhatsApp: +20 104 022 2214
• Phone: +202 27052005 (business hours, GMT+2)